Will your engineer fix my heating in one visit?

They’ll do their best, but it depends what the problem is. They carry lots of parts with them in their vans. But they can’t carry everything. If they don’t have the part they need, they’ll order it from our national distribution centre. If it’s Monday to Saturday, it’ll usually be with them the next morning. But we’ll always keep you in the know about how long we think it’ll take to get your problem fixed.

What happens if you can’t fix my problem?

We won’t just leave you in the cold. Our engineer will let you know straightaway and tell you your options so you can decide what to do.

What if I want to cancel?

It’s an easy process, but it changes depending on what stage of the repair you’re at. If you’ve signed up for either option and we haven’t started any work you have a 14-day cooling off period which starts the day we deliver any parts, or the day you accept our quote (if the job needs labour but no parts). If you’ve asked us to start the work before the 14-day cooling off period finishes we’ll charge you what we think is reasonable for the work we’ve already done and any parts we’ve installed for you. If you’ve gone for repair and cover and you want to cancel your cover, you might have to pay a cancellation charge. That’s if we’ve already done any work as part of your agreement. But the cancellation charge won’t include your initial repair.

What should I do if I already have HomeCare?

You don’t need repair and cover, or a one-off repair. You can just book a repair.

Why am I getting a different price, after entering my address?

We use information about your location to tailor the price you pay for HomeCare cover. Factors such as water hardness and property type may influence claims costs, which is reflected in your price.

Can I speak to someone if I have a question?

You can call us on 0800 316 5998. We’re here all day, every day to help. We may record calls to help improve our service to you. Calls to 0800 numbers are free.

British Gas is a trading name of British Gas Services Limited which is authorised and regulated by the Financial Conduct Authority. Registered in England and Wales (No. 03141243). Registered office: Millstream, Maidenhead Road, Berkshire SL4 5GD. britishgas.co.uk is a trading name of British Gas Services Limited which is authorised and regulated by the Financial Conduct Authority. Registered in England and Wales (No. 03141243). Registered office: Millstream, Maidenhead Road, Berkshire SL4 5GD.

Fixed price repair is only available for customers who choose repair and ongoing cover.

Prices available to new customers for the first year (paying by Direct Debit).